Customer Service Quality Analyst (From BPO ONLY)

Beyond Border Consultants; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

On-site campus

Free meals

Wellness zones

QA Excellence Awards

Global client exposure

Job summary

Beyond Border Consultants in Bengaluru, India, is seeking a Quality Monitoring lead to oversee CX interactions across voice, chat, and email. You will drive SLAs, brand adherence, and compliance while delivering data-driven insights to improve NPS and CSAT.

Lead calibration sessions, develop QA playbooks, and partner with Training to close knowledge gaps. The role is on-site with exposure to global client frameworks and career growth into CX leadership.

Qualifications

• Must have hands-on quality monitoring experience in a CX/BPO context.
• Ability to calibrate scoring with peers to ensure consistency across teams.
• Strong analytical skills to drive improvements via CSAT/NPS metrics.

Responsibilities

• Monitor 100+ daily customer interactions across voice, email, and chat to ensure SLAs and brand guidelines.
• Generate weekly quality scorecards and root-cause analysis reports for QA leads and Ops Managers.
• Calibrate scoring with peers to maintain consistency across regional teams.
• Identify knowledge gaps and recommend coaching modules, scripts, or IVR adjustments to reduce escalations.
• Co-design QA-based performance playbooks and refresh scorecards aligned with client KPIs.
• Run bi-weekly calibration sessions and feedback forums with frontline agents.

Skills

Quality Monitoring

Call Calibration

CSAT Analytics

NPS Analytics

Scorecard Design

Root Cause Analysis

SLA Compliance

Feedback Reporting

Tools

Calabrio

Verint

NICE

Job description

About The Opportunity

A fast-growing customer experience consultancy operating across global BPO ecosystems, we partner with Fortune 500 brands to elevate service quality, operational compliance, and CX excellence across voice, chat, and digital channels. We empower frontline teams through data-driven insights, real-time feedback loops, and quality frameworks that directly impact NPS, CSAT, and first-contact resolution rates.

Role & Responsibilities

• Monitor and evaluate 100+ daily customer interactions across voice, email, and chat to ensure adherence to SLAs, brand guidelines, and compliance standards.


• Generate weekly quality scorecards and deep-dive root-cause analysis reports for QA leads and Operations Managers to drive measurable improvement.


• Calibrate scoring with peer reviewers and supervisors to maintain consistency across regional teams and minimize inter-rater variability.


• Identify recurring agent knowledge gaps and recommend targeted coaching modules, scripts, or IVR flow adjustments to reduce escalations and repeats.


• Partner with Training & L&D to co-design QA-based performance playbooks and scorecard refreshes aligned with changing client KPIs.


• Run bi-weekly calibration sessions and feedback forums with frontline agents to foster continuous quality culture and accountability.

Skills & Qualifications

• Must-Have


• Quality Monitoring


• Call Calibration


• CSAT/NPS Analytics


• Scorecard Design


• Root Cause Analysis


• BPO QA Tools (e.g., Calabrio, Verint, NICE)


• SLA Compliance


• Feedback Reporting


• Preferred


• Experience with ISO 9001 or Six Sigma methodologies


• Exposure to multilingual CX environments


• Familiarity with QA automation tools or AI-based call scoring platforms

Benefits & Culture Highlights

• On-site campus with modern workspaces, free meals, and wellness zones in key Indian metros.


• Quarterly QA Excellence Awards and peer-recognition programs with monetary rewards.


• Direct exposure to global client quality frameworks and career pathways into CX Leadership or Client Success roles.

Skills: ticketing,chat,csat,customer,root cause analysis,bpo